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January to June 2014

In the UK, the Financial Conduct Authority (FCA) requires financial services firms to report on the number of UK FCA reportable customer complaints they receive on a half yearly basis. This includes capturing expressions of dissatisfaction and aiming to resolve complaints within eight weeks. If complaints remain unresolved after eight weeks or if a customer is dissatisfied with our final response, they have the option to refer their complaint to the Financial Ombudsman Service (FOS). The FOS also publishes a half yearly report on financial services complaints they receive.

This site provides an overview of Barclays FCA reportable complaints data since 2010 and highlights how we are driving down complaints by improving the overall customer experience. We are committed to delivering a sustained reduction in complaints and while we are heading in the right direction, we recognise we still have a way to go.

Our complaints data is published individually for each UK legal entity and in a Barclays Group summary, with segmentation across the five FCA product categories. Barclays Bank PLC accounts for the majority of all Barclays UK FCA reportable complaints (98%). Barclays complaints should be viewed within the context that we undertook on average over 8 million transactions per day during H1 2014, one of the highest volumes of transactions in the UK banking industry.

For the first half of 2014 (H1):

Total complaints are down 26 per cent to 284,342 (H1 2013 381,740, H2 2013 317,041);

Additional context

Barclays Group has over 40 million Banking category related accounts, including current accounts, credit cards, personal loans and savings accounts. This means we reported 2.21 Banking complaints per 1,000 accounts;

For every Home Finance (mortgage) account, we reported 6.06 complaints for every 1,000 loans outstanding;

In total, we reported 49.0 complaints per 1,000 accounts related to General Insurance and Pure Protection, with the majority of complaints in this category related to Payment Protection Insurance (PPI). Excluding this product, we reported 1.73 complaints per 1,000 accounts.